Sr. SERVICE DESK ANALYST

SUMMARY:

The Senior Service Desk Analyst position provides second and third level support for all support related issues related to Technology at the credit union. The position is responsible for troubleshooting technology related problems during their shift and escalates support problems as needed.  Serves as second level service desk contact by responding to calls, support tickets and routing issues to appropriate staff for resolution using the Service Desk support software.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:  

• Responsible for ensuring users are provided efficient, effective and timely support during normal business hours and on call as required.  

• Assists Service Desk Manager in managing ticket queues, including prioritizing workflow and reassigning tickets.  

• Under limited supervision, ensures timely resolution of more complex calls and support tickets.   

• Provides staff support for administrative tasks and projects related to the desktop, financial applications, core information system, Wide Area Network, Local Area Network, and telephone and printing functions  

• Invokes problem escalation procedures to coordinate recovery.  

• Helps isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.   

• Assists IT leadership with performing root cause of technology issues and helps with development of appropriate mitigation strategies. 

• Ensures daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.  

• Assists the Service Desk Manager in identifying training needs and budgeting for classes; participates in training programs and keeps personal skills current.  

• Under little supervision, solves problems and makes appropriate level decisions on a daily basis relative to Service Desk responsibilities; will back up Service Desk Manager during absences.  

• Accurately communicates pertinent information. Assists Service Desk Manager where needed in the development and implementation of quality improvement programs.  

• As part of a team, works with the Service Desk Manager, Information Technology Manager, Data Processing Manager, System Administrators, and AVP of Information Technology to deploy and support new technology.  

• Must interface with users of technology by employing a high degree of tact and diplomacy to promote a positive image of the department and resolve problem situations in a professional manner.   

• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.  

• Performs duties in a cost-effective manner to avoid wasting resources without jeopardizing quality of care and service.  

• Ensures all Information Technology policies and procedures for all systems, applications and networks are adhered to in order to mitigate unauthorized access to credit union systems.  

• Ability to manage multiple high priority initiatives in a fast paced, highly technical environment. 

• Performs other duties and responsibilities as assigned.  

  

  

SUPERVISORY RESPONSIBILITIES:  

No requirement.  

 

PERFORMANCE STANDARDS:  

Prompt response in handling user needs is an essential standard of performance. One must make good judgments on troubleshooting operational problems to minimize any down time.  

 

QUALIFICATION REQUIREMENTS:  

To perform this job successfully, an individual must be outgoing, enthusiastic, conscientious, group oriented, open to change and be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Regulatory Requirements:  This position has specific procedures that must be followed to comply with the Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. You will receive annual training to keep you current on any changes to these policies/procedures to assure compliance.  Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.  

  

EDUCATION and/or EXPERIENCE:  

Bachelor's degree in Computer Science preferred; or an equivalent combination of education, experience, certification and training that provides the required knowledge, skills, and abilities to perform the job requirements satisfactorily.   

• 4+ years proven work experience or equivalent in client support or service desk support.  

• Hands-on experience with ticketing systems, imaging systems, business applications and remote support software.  

• Solid technical background with an ability to give instructions to a non-technical audience.  

  

CERTIFICATES, LICENSES, REGISTRATIONS:   

Net +, A+ Certification or equivalent experience/certification required. Certification(s) must remain active. A Microsoft certification would be preferred (MCP, MCTS, MCSA).  

  

LANGUAGE SKILLS:  

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write technical correspondence.  Ability to effectively present information one-on-one to employees of the organization.  

  

MATHEMATICAL SKILLS:  

Ability to add, subtract, multiply, and divide in using whole numbers, common fractions, and decimals. 

  

REASONING ABILITY:  

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.  

 

OTHER SKILLS and ABILITIES:  

Ability to work alone during non-standard hours, generally in a night shift or weekend environment.  

Basic proficiency in Microsoft Office (Work, Excel, Power Point and Outlook) is required. Annually complete and achieve passing scores on various SAFE FCU Policy, Procedure, Development and Enhancement Curriculum.  

  

PHYSICAL DEMANDS:  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls.  The employee frequently is required to sit and talk or hear.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  

The employee must occasionally lift and/or move up to 35 pounds.  Specific vision abilities required by this job include the ability to adjust focus.  

  

WORK ENVIRONMENT:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  

MENTAL DEMANDS:  

The mental characteristics necessary to competently perform this job include the occasional need to write and instruct; the frequent need to be resourceful and analytical in solving problems; and the continuous need to be alert, precise, and accurate in performing all job functions.